IT Service Desk Manager – Cardiff

Our client currently have a new opportunity within the IT Department for an IT Service Desk Manager.

Reporting directly into the IT operations manager and managing the existing IT service desk team to deliver excellent support to users of the IT systems.

Duties will include :-

·Managing a team of 4 IT technicians including setting objectives, completing appraisals and identifying training needs

·Leading, mentoring and assisting the IT service desk team to deliver excellent client service, ensuring all service level agreements are met across three sites. •Building relationships with key internal users throughout the firm •Managing the provision of 1st and 2nd line ICT support•Managing and co-ordinating the response to urgent and complicated support issues•Ensuring users are kept informedof any problems that may delay the provision of a solution

·Proactively identifying any process changes or other resourcing required to deliver a timely, friendly, professional and efficient service to the firm

·Maintaining and encouraging the IT service desk team to update their knowledge base

·Working closely with other member of the IT management team

·Maintaining the firm’s asset management system

·Ensure ICT hardware, including PC’s, printers, scanners and mobile devices are set up correctly to suit the user’s needs

The successful candidate will have previous experience of successfully managing an IT service desk and will be able to demonstrate that they have excellent people management skills. They will have a high level of IT literacy and be fully conversant in Office 2010 applications. Experience of working with various computing platforms and applications would be a distinct advantage. They will also be able to prioritise problems dependant on urgency and maintain a professional approach when dealing with support issues. Excellent verbal and written communication skills are required with the ability to build relationships with key stakeholders.

Whilst not essential, any Microsoft Certified Professional qualifications would be beneficial. Job code: BA69Contact: Beth Addie